2.1 Define Customer Success 700-805 Practice Questions (Page 4)

Questions 16–20

1. 16expert · hard

   A customer is 18 months into a 36-month contract. The Renewals Manager has a limited budget for customer success activities. The customer's usage is high, but a recent survey shows they feel the vendor is 'reactive, not proactive.' The customer has also had two support tickets in the last month, both resolved. What is the most effective, cost-conscious customer success action to address the 'reactive' perception?

   • ASchedule a quarterly business review to discuss their strategic roadmap and align Cisco's value.
   • BSend a customer satisfaction survey to gather more data on their concerns.
   • CIncrease the frequency of support check-ins to ensure no new issues arise.
   • DOffer a free training session on advanced features to increase product stickiness.
   Reveal Solution Discussion Select an answer first
2. 17expert · hard

   A customer has a renewal in 60 days. The Renewals Manager has a limited budget and must choose between two activities: (1) a comprehensive training session to increase feature adoption, or (2) a targeted executive briefing to review the business outcomes achieved. The customer's product usage is moderate, but the executive sponsor is new and has not yet seen a business review. Which activity is the better investment for securing the renewal?

   • ABoth are equally effective, so the choice does not matter.
   • BThe executive briefing, because it directly demonstrates value to the new decision-maker.
   • CThe training session, because higher adoption will lead to higher satisfaction.
   • DNeither is effective without a discount to incentivize the renewal.
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4. 18application · medium

   A customer is considering a competing solution that is cheaper. The Renewals Manager knows the current Cisco solution is meeting all technical requirements. What is the most effective customer success strategy to counter the price objection and secure the renewal?

   • AMatch the competitor's price to remove the financial barrier.
   • BAcknowledge the price difference and ask the customer what they value most.
   • CHighlight the total cost of ownership and the business value delivered by the current solution.
   • DEmphasize the difficulty of migrating to a new platform.
   Reveal Solution Discussion Select an answer first
5. 19application · medium

   A Renewals Manager is meeting with a customer who has used a Cisco security product for three years. The customer states they are satisfied with the product's performance but are considering not renewing because they feel the vendor 'doesn't understand our business.' Which action best aligns with the definition of customer success in the Renewals Manager role?

   • AOffer a discount on the renewal to reduce the customer's cost concerns.
   • BExplain the technical features of the product that the customer may not be using.
   • CAsk the customer for a list of feature requests to forward to the product team.
   • DSchedule a business review to map the product's usage to the customer's strategic objectives.
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6. 20application · medium

   A Renewals Manager is analyzing a customer's data and sees that the customer has not logged into the support portal in six months, but their product usage is high. What is the most likely interpretation of this data in the context of customer success?

   • AThe customer is highly successful because they do not need support.
   • BThe customer is not using the product effectively because they are not using support.
   • CThe data is contradictory and should be ignored.
   • DThe customer may be experiencing issues that they are not reporting through the portal.
   Reveal Solution Discussion Select an answer first